How an optimisation project works
Our approach and process for Customer Touchpoint Optimisation is methodical and structured.
We've created a toolset, which allow us to be focussed and work extremely efficiently. Our methods are based on international best practice, adapted by DNA's Strategy Team including business, brand and channel strategists, a psychologist and our broader team.
What you'll get from a CTO project
By the end of a Touchpoint Optimisation project, you literally have blueprints in hand for a small set of high impact, highly feasible projects that you can immediately move to deliver and improve your business.
Our conclusions are validated, robust, optimisation options that you can move immediately to deliver.
How we deliver Customer Touchpoint Optimisation
To give you complete clarity of scope, value and focus, CTO is always a tiered price project, based on scope being limited to a single channel and a specific set, or subset of customers. It's scalable by channel or customer segment, with each new channel or segment resulting in price the equivalent of a second project.
- Together: pinpoint the right parts of your business to address
We'll isolate a single channel and specific group of customers by modeling your business challenges and opportunities. Before we move on, we'll agree precisely which area of your business to work on. - Us: collect deep and tightly focussed customer/stakeholder insights
We'll engage directly with your customers/stakeholder, and model how they interact with you, their goals, needs and other relevant insights. We turn these findings into a simple and actionable summary format comprising personas, value maps and journey maps. - Together: generate a comprehensive range of improvement project ideas
We will take the customer insights and use a think-tank to create a number of projects that bring these to life and achieve an acceptable level of financial gain. At this stage we'll go broad, bring key creative minds to the table. - Together: shortlist, validate and explore the best projects
Using our structured scoring and analysis methods we'll find the best ideas from our long list, and develop them further. We deliver a short list of prioritised, testable and high return projects that you can start working on as soon as you are ready. - Handover
A critical part of our process is our handover. We want you to remember how we arrived at the conclusions we did, and have the full set of reference information, including the details of how we carried out our process steps. We're happy to hand over our notes, our process and our IP to ensure you're well armed and confident.
Talk to us
To find out more about our approach to Customer Touchpoint Optimisation contact:
- Martin Grant // martin.grant@dna.co.nz PH 09 375 1592
We'd love to share case studies, discuss your business, and chat about whether Customer Touchpoint Optimisation is right for you and your organisation.
